Web Services API for Asterisk based ACD

The dominance of Asterisk in the hybrid PBX market is unquestionable. So is the use of Asterisk as a primary telephony platform for contact centers around the world. Customer contact operations also require a powerful ACD and Dialer. Larger operations require more automation and standardized method of integration for the administration and management of the contact center software.

Well known Web Services like XML-RPC, SOAP or even XML DTD over HTTP are used commonly for tighter integration of external applications to a call center ACD. A good call center software suite should offer function and method oriented Web Services API to expose its admin functionality. These Web services can be used to feed Live Agent Stats, Live Queue Stats, Live Call Info and Call Details to external applications. Live floor information can be routed to Dashboards and Workforce Management Integration with real-time feeds.

The availability of quality call center ACD with API for CTI Integration as well as Web Services API for Admin Integration makes Asterisk telephony a compelling option for customer contact operations. The unprecedented power and flexibility of an Asterisk based contact center can be fully unleashed with the use of a contact center software suite like Q-Suite.

Asterisk telephony with complementary ACD

Asterisk is one of the most flexible and powerful hybrid PBX available for building out an IP telephony platform, whether it is a premise based setup or a cloud based install. With rapid rise in the deployment of Asterisk, vertical application builders are looking for a fully developed ACD to complement Asterisk. Q-Suite ACD has been built grounds up to fit this particular need. Q-Suite is a unique full function ACD that can scale to multiple Asterisk servers. It is available for deployments in applications where customers require complete control over Call-flow and Queue management on top of the standard skills based routing.

Over and above standard features like skills based routing and queue prioritization, Q-Suite ACD offers some advanced features like superior Queue Ringall strategy, ability to monitor all channel activities as well as the capability to retain abandon calls in queues. Queue Ringall strategy provides the ability to watch and select calls from Queues at will. The monitoring of channels provides a detailed view of every call activity and call progress including Transfers and 3-Way calls with details on the channels coming in and leaving. Abandoned Call handling is a new feature allowing the ability to retain a call in the queue without the caller having to stay connected. It is possible to either retain them in the same queue or move the calls to a queue with a different priority.

Q-Suite full function ACD scales to multiple Asterisk servers and is being deployed in applications where customers require a Call Controller with complete control over Call-flow and Queue management. These advanced features provide remarkable flexibility in creating and setting up special purpose queues for unique call workflow and call handling allowing implementation of powerful agent/operator consoles through Q-Suite ACD API libraries.

Q-Suite's complementary role in providing Asterisk platform with elaborate ACD capabilities completely changes the game for IP telephony and customer contact operations.